This course is designed to enhance your ability to handle diverse customer demands, including requests, complaints, and decision-making, while maintaining professionalism and composure.

The curriculum focuses on essential techniques in assertiveness and empathy to ensure consistent service delivery. You’ll explore effective communication strategies suitable for today’s environment, develop active listening skills, and apply emotional intelligence to assess customer needs. Critical thinking will be emphasized to help you identify and solve problems swiftly.

You will learn to communicate challenging information with empathy and grace, utilize assertiveness to resolve issues, and implement self-management techniques to maintain composure during stressful interactions.

Who Will Benefit From This Course:

This course is ideal for customer service professionals, managers, and anyone looking to improve their communication skills in customer interactions. Whether you’re new to the field or experienced, you will gain valuable insights to elevate your service approach. Join us to navigate every interaction with confidence and poise!

Course Duration	20 Hours, 40 Hours, 80 Hours
Course Frequency	Monday – Friday, Tuesday and Thursday, Saturday and Sunday
Preferred Months	January, February, March, April, May, June, July, August, September, October, November, December
Preferred Days	1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31

Class Schedule

Number of participants: 12-20
Enrollment Period: TBA
Class will start on: TBA
Time: TBA
Frequency: TBA
2 – 4 hours per day
6-12 sessions

FAQs

Q: Does the course cover online and in-person communication with customers?

A: Yes. Depending on participants’ needs, the course includes techniques for both online, in-person and email communication with customers. Participants apply strategies and techniques in handling various customer service situations, such as receiving and refusing/granting, effective questioning, giving information clearly but kindly, empathizing with customer situations while saying ‘no’, and other types of communication.

Q: Will the course help me deal with difficult customers?

A: Yes, participants get to practice using empathy and assertiveness strategies to manage difficult clients, de-escalate and resolve conflicts, and bring tense and stressful situations to a positive conclusion.

Q: Do I need customer service experience to take the course?

A: No. The course is designed to accommodate both experienced and inexperienced customer service professionals.